Verint Earns Top Marks for Broadest Solution Set, Status as
Most Used Conversational Platform and Open Flexible Platform
Supporting Digital and Cloud Transformation
Verint® (NASDAQ: VRNT), the Customer Engagement Company™, today
announced that Opus Research has named Verint’s artificial
intelligence (AI) and analytics solutions the overall market leader
in Conversational Intelligence out of a field of 11 vendors
evaluated in its new Opus Research Conversational Intelligence
Intelliview Report. Opus also named Verint a leader for top
Features and Technology, and Integration and Scalability criteria
scores in its 2021 Decision Makers’ Guide to Enterprise Intelligent
Assistants report published in February.
Opus Research evaluated the products, services, positioning and
potential of 11 firms helping enterprises make the most of
Conversational Intelligence, derived from the chats, phone calls
and voice discussion with both live and virtual agents.
The highest rankings went to vendors offering the ability to
capture (or ingest) user-generated content; analyze, starting with
categorization or rapid recognition of the intent of a
conversation; trigger specific actions based on analysis of
captured conversations; and learn via a feedback loop that enables
an automated system to refine its responses over time.
Opus Research notes that Verint’s holistic and open customer
engagement platform powered by Verint Da Vinci AI and Analytics
combines the broadest solution set with proven and quantifiable ROI
for the world’s leading organizations. Verint Da Vinci AI and
Analytics infuses advanced machine learning models, natural
language processing, intent models, sentiment models and analytics
engines into the Verint Customer Engagement Cloud Platform and
solutions portfolio, leveraging an applied AI approach to drive
improved business outcomes.
The Verint platform also was lauded for being the highest rated
and most used Conversational Intelligence platform, having been
consistently rated as the best solution in the market for multiple
years. Opus states that Verint is “by far the most used
Conversational Intelligence platform in the world,” with over 2,000
customer deployments globally, in over 80 different languages and
dialects.
Opus Research also cited Verint for having the most open and
flexible platform supporting digital and cloud transformation.
Verint’s cloud and on-premises platforms, open API and engagement
data management approach supports ultimate flexibility for
organizations wanting to take advantage of the latest innovations
with existing investments and ecosystems to unify all their
conversational and interaction data in a single unified
platform.
A number of Verint conversational applications are covered in
this report including Speech Analytics, Text Analytics, Real-Time
Agent Assist, Automated Quality Monitoring, Desktop and Process
Analytics, Experience Management and Intelligent Self-Service.
The Importance of Conversational Intelligence
According to Opus Research, successful Conversational
Intelligence initiatives are crucial to promote collaboration,
accelerate sales, enhance employee productivity and job
satisfaction, enable agent training, improve chatbots and
intelligent assistants, and provide a defined competitive
advantage.
“Whether a caller is being assisted by an Intelligent Virtual
Assistant or an agent/advisor in a contact center, they expect to
benefit from resources in the back office or in the cloud that
provide consistently correct answers, recommendations or actions
24/7/365 at a high scale,” says Derek Top, senior analyst and
research director, Opus Research. “That moves the center of gravity
in automation and self-service efforts from shallow ‘conversational
user interfaces’ to more useful automated assistants or agents. The
difference is that they are informed by an amalgam of resources
that Opus Research refers to as ‘Conversational Intelligence.’”
“Our report found an overwhelming majority (80%) of
organizations actively transcribe speech data, but two-thirds fail
to fully leverage conversational assets to support business
objectives,” continues Top. “This indicates that many companies
understand there is a treasure trove of knowledge hidden within
their unstructured speech data but don’t know how to make the best
use of it.”
“Verint’s AI and analytics technology continues to push the
boundaries of traditional conversational intelligence platforms by
offering an open and flexible architecture that supports
businesses’ digital and cloud transformation,” says Verint’s Tracy
Malingo, general manager and global vice president, intelligent
self-service. “This Opus Research assessment truly validates our
commitment to providing better insights into customer behavior,
improving interactions and driving better employee and customer
engagement.”
To learn more, download the Opus Research Conversational
Intelligence Intelliview Report.
About Verint
Verint® (Nasdaq: VRNT) helps the world’s most iconic brands –
including over 85 of the Fortune 100 companies – build enduring
customer relationships by connecting work, data and experiences
across the enterprise. The Verint Customer Engagement portfolio
draws on the latest advancements in AI and analytics, an open cloud
architecture, and The Science of Customer Engagement™ to help
customers close The Engagement Capacity Gap™.
Verint. The Customer Engagement Company™. Learn more at
Verint.com.
This press release contains “forward-looking statements,”
including statements regarding expectations, predictions, views,
opportunities, plans, strategies, beliefs, and statements of
similar effect relating to Verint Systems Inc. These
forward-looking statements are not guarantees of future performance
and they are based on management's expectations that involve a
number of risks, uncertainties and assumptions, any of which could
cause actual results to differ materially from those expressed in
or implied by the forward-looking statements. For a detailed
discussion of these risk factors, see our Annual Report on Form
10-K for the fiscal year ended January 31, 2021, our Quarterly
Report on Form 10-Q for the quarter ended April 30, 2021, and other
filings we make with the SEC. The forward-looking statements
contained in this press release are made as of the date of this
press release and, except as required by law, Verint assumes no
obligation to update or revise them or to provide reasons why
actual results may differ.
VERINT, THE CUSTOMER ENGAGEMENT COMPANY, BOUNDLESS CUSTOMER
ENGAGEMENT, THE ENGAGEMENT CAPACITY GAP and THE SCIENCE OF CUSTOMER
ENGAGEMENT are trademarks of Verint Systems Inc. or its
subsidiaries. Verint and other parties may also have trademark
rights in other terms used herein.
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version on businesswire.com: https://www.businesswire.com/news/home/20210817005497/en/
Media Relations Amy Curry amy.curry@verint.com
Analyst Relations Ryan Zuk ryan.zuk@verint.com
Investor Relations Matthew Frankel
matthew.frankel@verint.com
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